We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 392389 results
-
Decision Reference DRN-5575149
18 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5575149 The complaint Mr T complains that Lloyds Bank PLC won’t refund money he says he lost to a scam. Mr T is represented by a firm, but for ease I have only referred to Mr T in this decision. What happened The details of the complaint are well known to both parties so I won’t rep... (3 pages)View decision -
Decision Reference DRN-5699744
18 Sep 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5699744 The complaint B, a limited company, complains that Zempler Bank Limited trading as Cashplus (“Cashplus”) hasn’t protected it from losing money it paid to two of Cashplus’s customers as a result of fraud. Mr P, a director of B, brings the complaint on B’s behalf. What happe... (5 pages)View decision -
Decision Reference DRN-5601944
18 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5601944 The complaint Mrs R is being represented by a claims manager. She’s complaining about National Westminster Bank Public Limited Company because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs R fell victim to a cruel investment scam. After ... (3 pages)View decision -
Decision Reference DRN-5242032
18 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5242032 The complaint Mrs B complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to a job scam. What happened In summary, in September 2023, Mrs B was contacted by an individual claiming to be from a recruitment company about a job opportunity. The contact wasn’t u... (3 pages)View decision -
Decision Reference DRN-5794245
18 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5794245 The complaint Ms Y complains about how AXA Insurance UK Plc handled a claim she made on her home insurance policy. Reference to AXA includes its agents. What happened In July 2023, Ms Y made a claim to AXA, who she held a home insurance policy with, following damage she said... (3 pages)View decision -
Decision Reference DRN-5581222
18 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5581222 The complaint Mrs R is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs R fell victim to a cruel investment scam. After responding to an advert on social med... (5 pages)View decision -
Decision Reference DRN-5825417
18 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5825417 The complaint Mr K complains that Bank of Scotland Plc (Halifax) was irresponsible in granting him a personal current account overdraft, as it was unaffordable for him. Mr K also complains that his relationship with Halifax was unfair as they were allowed to rely on high-cos... (3 pages)View decision -
Decision Reference DRN-5311864
18 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5311864 The complaint Mr O complains that Barclays Bank UK PLC won’t refund the full amount of money he lost to a scam. What happened In 2019, Mr O was looking to make an investment and was introduced to a company investing into property development. When Mr O didn’t get the returns... (3 pages)View decision -
Decision Reference DRN-5620685
18 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5620685 The complaint Mr B complains Aviva Insurance Limited (“Aviva”) unfairly declined his claim on his property insurance policy for storm damage to his garden wall. All references to Aviva include its agents. What happened Mr B renewed his property insurance policy around Novemb... (3 pages)View decision -
Decision Reference DRN-5497647
18 Sep 2025 Automotive Compliance Ltd UpheldInsuranceDRN-5497647 The complaint Mr L complains that Automotive Compliance Ltd mis-sold his motor warranty. What happened When Mr L purchased a used vehicle he also purchased a motor warranty sold by Automotive Compliance Ltd. But when Mr L came to need the warranty and made a claim against it... (3 pages)View decision